Report a repair

We want to make it as easy and flexible as possible for you to report a repair and book an appointment that suits you.

How to report a repair

Repairs are carried out by our Repairs and Maintenance Team and fall into one of three categories: emergency, urgent, or routine.

To book a repair, call our Customer Services Team on 0208 709 4300
Lines are open Monday to Friday, 9am to 5pm.
After 5pm, your call will be diverted to our out-of-hours service, who will deal with emergency repairs only.

Before you get in touch:

What to tell us

When you report a repair, please provide:

  • A clear description of the issue

  • Your preferred day and time for the appointment

  • Details of how we can access your home

  • Any special circumstances we should be aware of

  • Your phone number and email address

Appointments and access

If the repair needs more than one visit:

  • We’ll book the first appointment with you

  • The contractor will arrange follow-up visits directly with you at the first appointment

If you miss a scheduled appointment:

  • The contractor will leave a card with a new proposed time

  • You can accept the new appointment or call to reschedule

Please note: If you miss two or more appointments, you may be charged for any additional costs we incur.

If a contractor, operative, or surveyor fails to attend:

  • We will issue a fixed compensation payment

  • The cost will be recovered from the contractor or subcontractor, where appropriate

Emergency repairs and forced entry

If the repair is an emergency, such as a serious water leak or a health and safety risk, we may need to force access to the property if you’re not home.